400 results found
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Salesforce Adapter shows inactive agents in search
Salesforce Adapter is showing inactive agents in search. It needs to hide these to match the CMax client.
2 votes -
Salesforce Adapter needs integrated softphone option
Salesforce Adapter needs to support the integrated softphone option the way CMax client does.
2 votes -
Salesforce Adapter does not allow the removal of Mask
The Salesforce adapter is showing the mask option even when it is disabled for the agent. It needs to hide this if it has been disabled in the agent role the way CMax does.
2 votes -
QM - Evaluation Notifications – Need Via Email
When a user submits an evaluation, only the person who was evaluated receives a notification, and it’s via the system, but not via email. I’d like to request that the system email the user an email notification that a new evaluation is ready to review.
12 votes -
QM - Bulk Delete Unused Interactions
Deleting unused interactions is time consuming and counter productive. A bulk delete feature would save time and make the process of searching for specific interactions more efficient.
6 votes -
Add contact center licensing in the IC portal
the only way to know how many licenses for contact center you own is to know it, there is no link or report to run. Please add this functionality.
10 votes -
Quality planner / Scorecard settings - Allow dispute to go to Another person
Quality planner / Scorecard settings - allows the person designing the scorecard to route to evaluator or one specified person. Desired state is to have the ability to route a disputed evaluation to more than one person.
2 votes -
Edit Completed Evaluation
My team completes Call Monitoring and its extremely hard to do Call Monitoring in Contact center as you are not able to make an update to a scored evaluation once saved. There is no way to update if a rebuttal is received nor can we do internal QA without deleting the evaluation and rescoring the entire call. Please make the update to be able to edit as this item needs to be available to complete Call Monitoring.
9 votes -
Dashboard - Add Status Thresholds for State
New Dashboards are missing option to add thresholds, this was available previously. https://help.incontact.com/Summer20/EN/Content/Reporting/Dashboards/Widgets/AgentListWidget.htmIf you have customized your Unavailable State thresholds, and a contact center agent exceeds that threshold, then the Time field for that agent in the Agent List widget appear in red.In this case, User Bravo was within the threshold for the Break unavailability state in the top image, but in the bottom image this agent has gone outside of the threshold by being unavailable for over an hour.See attachment
1 vote -
Alternative SMTP Authentication
Basic Auth for SMTP Relay Authentication will be retired by Microsoft in the near future. (https://docs.microsoft.com/en-us/exchange/mail-flow-best-practices/how-to-set-up-a-multifunction-device-or-application-to-send-email-using-microsoft-365-or-office-365#option-3-configure-a-connector-to-send-mail-using-microsoft-365-or-office-365-smtp-relay)RingCentral Contact Centre needs to provide an alternative authentication method to allow migration away from basic auth.
1 vote -
QM - Editing a Submitted Evaluation
If a user submits an evaluation, and they realize they made a mistake, they must wait for the agent to review the evaluation and ‘Request Review’. A user should be able to ‘edit’ the evaluation form without the agent having to take this step. The agent might be out of the office or can’t get to it right away. The user needs to fix the evaluation score immediately and not wait, so an edit option is necessary.
8 votes -
Manage multiple calls on hold
My problem is I am often on one or two calls already. I cannot constantly have the current call interrupted and HAVE to take/respond to the the next call.Many of my calls are from gov officials overseas who are hard to reach.I also do not have time OR INCLINATION to have to keep logging in, or checking somewhere for my messages. I want them pushed to me AS TEXT so I can choose how to reply, real-time.Here is the caller experience:CALLERJohn calls XYZ corp and gets a nice message, "You have reached XYZ, etc"Your system does this.and then the system…
4 votes -
QM - Reports – Interaction and Evaluation Date
Please add a differentiator in reporting so that the user can run a report based on the interaction date or the evaluation date.
6 votes -
Reporting for Current Time Zone
Allow for bi reports to run reporting on current user time zone. When call interactions are recorded they are stamped with current time zone. When reporting is ran they are stamped with universal time zone. This is throwing off our QM reporting at the end of every month.
4 votes -
copy schedule without time off copying over
I would like to be able to copy the schedules from one week to another without copying over time off. Just copy underlying schedules.
3 votes -
Please can we have Admin access to reset Agents passwords on Contact Centre
Requesting a password reset on Contact Centre very often doesn't work and the user doesn't receive the email from NGAgentEventLog@incontact. It can sometimes take 2-3 times before the email goes through. It would therefore be extremely helpful if Admin had access to be able to change the password for a user, like we can in the Ring Central UC.
1 vote -
Gmail and Slack client
Allow Gmail and slack client, so as to semlesly integrate emails and slack into tasks, from the email call the person or send person a text all ones work critical communications in one place the “iCRM (Internal Customer Relationship Manager)” as I call it, internal customer is just as important yet we are thrown a bunch of tools like slack and gmail to non technical people which are supposed to make communication more efficient, but without knowing how to use these tools efficiently. If Ringcentral can build an efficient call it “platform” for a lack of a better word, I…
1 vote -
Update RingCentral agent availability statuses in Salesforce user fields
We distribute new leads to agents within Salesforce using load balancing and availability statuses. Our lead distribution tool can only act on changes to Salesforce fields, however. Currently, we can look at whether an agent is logged into Salesforce or not, but we would like to be able to see 1) if the agent is active in RingCentral, and 2) if they are currently on the phone. This would enable us to prioritize sending new leads to agents who are logged in but are not currently on a call, thus improving the likelihood of that new lead receiving a speedy…
2 votes -
Add the comments column in the schedule export report in NiC WFM schedule manager
By adding this column we can improve external reports
2 votes -
Add ability to search email transcript by keyword in Contact Center
Right now, you can only search through a pre-built report on Contact Center, called the Contact History report. Even then, not all agents have access to the reports by default. Our agents constantly look back at old inquiries for PO#s or invoice #s, tracking #s, so being able to search for a keyword is extremely useful. As of right now, we would have to know the date & time the email was sent, who it was sent to or who sent it, just to get a list of email contacts but you can't even see the transcript. You have to…
1 vote
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